CHIEF CUSTOMER EXPERIENCE OFFICER

Employer
USAJobs
Location
Washington D.C.
Posted
Oct 23, 2018
Closes
Oct 31, 2018
Function
Executive, Chief
Hours
Full Time
TRAVEL REQUIRED:

Occasional travel - You may be expected to travel up to 5% for this position.


RELOCATION AUTHORIZED:
Relocation expenses reimbursed No


KEY REQUIREMENTS:
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  • Must be a U.S. Citizen or National.
  • Males born after 12/31/59 must be registered for Selective Service.
  • Background and/or Security Investigation required
  • You may be required to serve a supervisory probationary period.
  • You will be required to complete a one year initial probationary period.
  • You may qualify at the GS-15 level if you fulfill the following qualification requirements:

    One year of specialized experience equivalent to the GS-14 grade level in the Federal service performing duties such as developing and analyzing high level customer experience data, estimates, and statistics; leading high level company-wide initiatives to identify and improve services to internal and external customers; leading the development of high level company-wide customer service standards, policy, and planning; leading the development of company-wide customer service training and evaluation methods; providing consultation services on customer experience best practices, resource materials, tools, and pertinent industry trends and contacts; communicating customer service initiatives, goals, and best practices internally and externally through a variety of communication methods; directing and supervising staff engaged in customer experience functions.

    Qualifications by Closing Date: Only experience obtained by the closing date of this announcement will be considered.

    Experience refers to paid and unpaid experience, including volunteer work done through National Service programs (e.g., Peace Corps, AmeriCorps) and other organizations (e.g., professional; philanthropic; religious; spiritual; community, student, social). Volunteer work helps build critical competencies, knowledge, and skills and can provide valuable training and experience that translates directly to paid employment. You will receive credit for all qualifying experience, including volunteer experience.

    This job does not have an education qualification requirement.

    Note: National Archives uses E-verify to confirm the employment eligibility of all newly hired employees. To learn more about E-Verify, including your rights and responsibilities, please visit, http://www.e-verify.gov.

    More jobs may be filled if additional vacancies occur within 90 days

    Veterans' Preference: If you are a veteran with preference eligibility and you are claiming 5-point veterans' preference, you must submit a copy of your DD-214, Certificate of Release or Discharge from Active Duty or other proof of eligibility (Member 4 copy of your DD-214, or other copies that indicate character of discharge, or equivalent). If you are claiming 10-point veterans' preference, you must also submit an SF-15, "Application for 10-Point Veterans' Preference" plus the proof required by that form. For more information on veterans' preference, see Veterans' Information Page, USAJOB - Veterans.

    Schedule A Hiring/Appointing Authority: This is a special hiring authority under 5 CFR § 213.3102 (u) that covers applicants with cognitive developmental disabilities, severe physical disabilities, or psychiatric disabilities. In order to be considered under this special hiring authority applicants need to provide proof of disability and job readiness certification. The proof of disability and job readiness certification can be provided by the following: 1) a statement or letter from a licensed physician or medical professional issued on their office letterhead; 2) statement, record or letter from a Federal government agency that issues or provides disability benefits; 3) statement, record or letter from a State Vocational Rehabilitation Agency counselor; or 4) certification from a licensed private Vocational Rehabilitation or other Counselor that issues or provides disability benefits. For more information on noncompetitive appointment authority eligibility requirements:
    Persons with Disabilities - Schedule A.

    Interagency Career Transition Assistance Program (ICTAP) or the Agency Career Transition Assistance Program (CTAP): If you are a displaced Federal employee, you may be eligible under the ICTAP or CTAP guidelines to apply for special selection consideration. You must meet minimum qualifications, including selective factors, experience, and education requirements (if applicable), and be rated well-qualified for the position (i.e., receive a score of 85 or above based on your responses to the Occupational Questionnaire). You must provide a copy of your written notification of ICTAP or CTAP eligibility or a copy of your separation personnel action form with your application or an agency certification that you cannot be placed after injury compensation has been terminated; an OPM notification that your disability annuity has been terminated; or a Military Department of National Guard Bureau notification that you are retired under 5 U.S.C. 8337(h) or 8456. For more information visit: http://www.opm.gov/rif/employee_guides/career_transition.asp.

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    You will be evaluated for this job based on how well you meet the qualifications above.

    Once you complete and submit your application package, a review of your application will be made to ensure you meet the job requirements. To determine if you are qualified for this job, a review of your resume and supporting documentation will be made and compared against your responses to the occupational questionnaire. Your resume must specifically and clearly show your possession of the required specialized experience and your possession of the required competencies.

    Your qualifications will be evaluated on the following competencies (knowledge, skills, abilities and other characteristics):

    • Customer Service
    • Execution and Results
    • Interpersonal Skills
    • Leads Teams
    • Manages Human Resources
    • Problem Solving
    • Professional Credibility
    For Competitive/All U.S. Citizens - Based on the information you provided in your application package, you will be assigned to one of three quality categories - Best Qualified, Well Qualified, or Qualified. Those applicants who are determined to be best qualified will be referred to the hiring manager for further consideration. Qualified veterans are placed ahead of non-veterans within each category. Qualified veterans with a service connected disability of 10% or more are placed ahead of non-veterans in the best qualified category.

    For Non Competitive Applicants (see the Other Information section for more details on Schedule A Hiring/Appointment Authority) - If you meet the qualification requirements based on your online application, you will be referred to the selecting official for further review.

    NOTE: If, after reviewing your resume and or supporting documentation, a determination is made that you have inflated your qualifications and/or your responses are not supported by your resume, your score will be adjusted. Please follow all instructions carefully. Errors or omissions may affect your rating.

    Read more Security clearance Other

    Drug test required No


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